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Darknessfall
Premium Member
join:2012-08-17
Motorola MG8725
Asus RT-N66

2 recommendations

Darknessfall to Johkal

Premium Member

to Johkal

[CustSvc] Re: Chris: Comcast Products Specialist [amusing]

said by Johkal:

Wow, Chris gets around! LOL!

Just have to add: A buddy I use to work with is working for Comcast for the past year. In fact, he saw my ticket & came to my house to address my signal issue. And yes, his name is "Chris". LOL!

He's famous!
rody_44
Premium Member
join:2004-02-20
Quakertown, PA

rody_44 to Johkal

Premium Member

to Johkal
Chris is Chris Tebow, brother of comcast Steve. Distant cousin of tim tebow the football player. They could often be found playing football on the roof of the comcast building in philly. chris fell off the building trying to catch one of tims errant passes. So as a tribute to chris he gets to live on as a bot forever. No relation to comcast vic tho. His last name is Huh.

EG
The wings of love
Premium Member
join:2006-11-18
Union, NJ

1 recommendation

EG

Premium Member

FWIW Steve's last name was "Teow".

SpottedCat
join:2004-06-27
Miami, FL

SpottedCat to Johkal

Member

to Johkal
I bet all of these are indeed bots, with a real person watching maybe ten windows of interaction to provide a response when the bot can't answer the question for the customer.

It's obvious; notice the way they write. Real people don't write that way, with the same words and phrasing every single time. In a way it's a bit disappointing; you'd think writing responses in a more realistic "real person" manner would be more pleasing for customers.

Johkal
Cool Cat
MVM
join:2002-11-13
Pennsyltucky

Johkal

MVM

The welcome Pop-up is automated. As soon as you initiate the chat, you are connected to a real Rep. Of course, everyone is Chris because of the welcome Pop-up.

Darknessfall
Premium Member
join:2012-08-17
Motorola MG8725
Asus RT-N66

Darknessfall to SpottedCat

Premium Member

to SpottedCat
said by SpottedCat:

I bet all of these are indeed bots, with a real person watching maybe ten windows of interaction to provide a response when the bot can't answer the question for the customer.

It's obvious; notice the way they write. Real people don't write that way, with the same words and phrasing every single time. In a way it's a bit disappointing; you'd think writing responses in a more realistic "real person" manner would be more pleasing for customers.

When you talk to real people over live chat(For AT&T or Comcast) they are usually trying to talk to 4+ people at the same time. Sometimes it's hard to tell since they may just be using copy/paste lines to speed up their chat.
Darknessfall

1 recommendation

Darknessfall to Johkal

Premium Member

to Johkal
Figured I would add what I just noticed to this...

I was at T-Mobile's site today and noticed their live chat sounds like Chris... They seem to use the same scripts or at least similar sentences?

But, it's not Chris this time... it's Jennifer!!

Jennifer seems to be Chris' wife. A Comcast/T-Mobile marriage .

NormanS
I gave her time to steal my mind away
MVM
join:2001-02-14
San Jose, CA
TP-Link TD-8616
Asus RT-AC66U B1
Netgear FR114P

1 recommendation

NormanS

MVM

said by Darknessfall:

A Comcast/T-Mobile marriage .

Sssssshhhhhhh! The Comcast/T-Mobile merger isn't supposed to be announced until next year!

{Just kidding ... I hope!}

tshirt
Premium Member
join:2004-07-11
Snohomish, WA

1 recommendation

tshirt to Darknessfall

Premium Member

to Darknessfall
said by Darknessfall:

Jennifer seems to be Chris' wife. A

Well! she sounds more hideous then Chris!
Khaki patch cords just don't do it for me.

Johkal
Cool Cat
MVM
join:2002-11-13
Pennsyltucky

1 recommendation

Johkal

MVM

For a lack of a better place to post this, Chris never lets me down.

I was looking at my HSI offerings to see if any upgrades were showing & decided to see if anything changed with 105/20 installation fees.

Here is the transcript:

DATE/TIME: 2014-02-08 07:11:24


Your chat transcript

Chris: Thank you for visiting Comcast. What questions can I answer for you today?

You: I'm considering upgrading from 50/10 to 105/20 & I need an explanation of this: "One-time Charges
Internet Installation$50.00" What would they be doing?

Chris: Installation fee for Extreme 105 is at $50 which is a one-time fee. Installation includes establishing the connection and setting up the equipments, since a special connection is required exclusive for this plan. The equipments such as the cable modem and the wireless router would still be for lease just like in any other plans.

Chris: I'd be glad to help you upgrade your Internet plan to Extreme 105.

Chris: To further assist you may I ask few questions?

You: I have my own modem which is a DOCSIS 3.0 8x4 modem / Zoom 5341J & I have my own router which is gigabit & "N" capable. I would need no "setting up".

Chris: Yes! I completely understand however, since a special connection is required exclusive for this plan our $50 installation fee is needed.

You: Please expand on "a special connection". Thanks!

Chris: Customer service will be able to assist you with the help you need. You can reach our Customer Service team by calling 1-800-comcast (1-800-266-2278).

Chris: Our Customer Service team is available Monday through Saturday, 8 AM to 7 PM.

You: I wish terms like "a special connection" wouldn't be used if it can't be explained. Thank you for your time.

Chris: Is there anything else I can help you with today?

You: No; have a good day!

Chris: Thank you for visiting Comcast today. I hope you'll come visit us again soon.

Chris: Have a great day.

Darknessfall
Premium Member
join:2012-08-17
Motorola MG8725
Asus RT-N66

1 recommendation

Darknessfall

Premium Member

I talked to "Chris" not that long ago and it was a bot(that kept repeating the same exact things over again and didn't understand what I was trying to say). Mid way through the chat, I think a real support rep took over(still Chris, but less bot like) and then left again near the end when they figured "Chris" could take over the rest.

Chris 313
Because It's Geekier
Premium Member
join:2004-07-18
Houma, LA
·AT&T FTTP
·Comcast XFINITY

1 recommendation

Chris 313 to Johkal

Premium Member

to Johkal
said by Johkal:

For a lack of a better place to post this, Chris never lets me down.

I was looking at my HSI offerings to see if any upgrades were showing & decided to see if anything changed with 105/20 installation fees.

Here is the transcript:

DATE/TIME: 2014-02-08 07:11:24


Your chat transcript

Chris: Thank you for visiting Comcast. What questions can I answer for you today?

You: I'm considering upgrading from 50/10 to 105/20 & I need an explanation of this: "One-time Charges
Internet Installation$50.00" What would they be doing?

Chris: Installation fee for Extreme 105 is at $50 which is a one-time fee. Installation includes establishing the connection and setting up the equipments, since a special connection is required exclusive for this plan. The equipments such as the cable modem and the wireless router would still be for lease just like in any other plans.

Chris: I'd be glad to help you upgrade your Internet plan to Extreme 105.

Chris: To further assist you may I ask few questions?

You: I have my own modem which is a DOCSIS 3.0 8x4 modem / Zoom 5341J & I have my own router which is gigabit & "N" capable. I would need no "setting up".

Chris: Yes! I completely understand however, since a special connection is required exclusive for this plan our $50 installation fee is needed.

You: Please expand on "a special connection". Thanks!

Chris: Customer service will be able to assist you with the help you need. You can reach our Customer Service team by calling 1-800-comcast (1-800-266-2278).

Chris: Our Customer Service team is available Monday through Saturday, 8 AM to 7 PM.

You: I wish terms like "a special connection" wouldn't be used if it can't be explained. Thank you for your time.

Chris: Is there anything else I can help you with today?

You: No; have a good day!

Chris: Thank you for visiting Comcast today. I hope you'll come visit us again soon.

Chris: Have a great day.

You completely put it out there. That's my exact situation.

train_wreck
slow this bird down
join:2013-10-04
Antioch, TN

2 recommendations

train_wreck

Member

wait a second, your name's Chris.....

also, i love how they say "Is there anything else I can help you with" when they haven't actually helped you

Johkal
Cool Cat
MVM
join:2002-11-13
Pennsyltucky

1 recommendation

Johkal

MVM

I completely get it that CSRs can be lacking in info. I can also accept & almost expect some of my questions to be beyond their script, but when they throw terms or phrases around that they can not explain, it is inexcusable. I mean "come on"; either have the scripted answer to "a special connection" or don't use it. Blahhhh!!!

Chris 313
Because It's Geekier
Premium Member
join:2004-07-18
Houma, LA
·AT&T FTTP
·Comcast XFINITY

1 recommendation

Chris 313 to train_wreck

Premium Member

to train_wreck
said by train_wreck:

wait a second, your name's Chris.....

also, i love how they say "Is there anything else I can help you with" when they haven't actually helped you

Yes it is. I looked twice when I saw that bot pop up on screen the first time. Do they name those bots after their signed in customers?

I was a bit tempted to start one and ask "Are you a bot?" just to see what kind of reply I'd get. Gotta love a little bot abuse, eh?

train_wreck
slow this bird down
join:2013-10-04
Antioch, TN
Cisco ASA 5506
Cisco DPC3939

1 recommendation

train_wreck

Member

said by Chris 313:

I was a bit tempted to start one and ask "Are you a bot?" just to see what kind of reply I'd get.

you would be crossing the streams, and the universe would end.

lol

Chris 313
Because It's Geekier
Premium Member
join:2004-07-18
Houma, LA
·AT&T FTTP
·Comcast XFINITY

1 recommendation

Chris 313

Premium Member

said by train_wreck:

said by Chris 313:

I was a bit tempted to start one and ask "Are you a bot?" just to see what kind of reply I'd get.

you would be crossing the streams, and the universe would end.

lol

And then the rest is silence. Ah, it's golden. But ya know, you also gotta think when stuff like this comes up that Comcast can't hide behind "special connections" anymore when Extreme 105 and the tech to implement it has evolved in the 5 or so years that 105/20 has been around. They usually don't need techs to come out and do things.

If they forced a tech on me and charged me, when all he did was make a phone call, I would be everywhere Comcast was, yelling till I was blue in the face, for some kind of resolution.

Really, how much does it cost to have someone push a button?

train_wreck
slow this bird down
join:2013-10-04
Antioch, TN
Cisco ASA 5506
Cisco DPC3939

train_wreck

Member

said by Chris 313:

you also gotta think when stuff like this comes up that Comcast can't hide behind "special connections" anymore when Extreme 105 and the tech to implement it has evolved in the 5 or so years that 105/20 has been around. They usually don't need techs to come out and do things.

yeah i agree with ya, but i wouldn't read too much into what these autobots say. "Special connections" is probably one of the 1,536 pre-programmed statements that the bots can reply with, since after all it's pretty obvious it isn't a human. Produced by the "Super-duper Chat Representative Cloud Software Solution Package in a Suitcase" version 5.0

Now the techs having to come out for modem swaps/tier upgrades, that i can get behind hating waste of my time and theirs.

Johkal
Cool Cat
MVM
join:2002-11-13
Pennsyltucky

Johkal to Chris 313

MVM

to Chris 313
When I asked my question, I was ready for them to give me at least a plausible response like: "The Tech needs to verify your signal levels are within spec to handle the 105/20 upgrade". I should have given that to "Chris Bot" to write down for the next customer.

Chris 313
Because It's Geekier
Premium Member
join:2004-07-18
Houma, LA
·AT&T FTTP
·Comcast XFINITY

1 recommendation

Chris 313 to train_wreck

Premium Member

to train_wreck
said by train_wreck:

said by Chris 313:

you also gotta think when stuff like this comes up that Comcast can't hide behind "special connections" anymore when Extreme 105 and the tech to implement it has evolved in the 5 or so years that 105/20 has been around. They usually don't need techs to come out and do things.

yeah i agree with ya, but i wouldn't read too much into what these autobots say. "Special connections" is probably one of the 1,536 pre-programmed statements that the bots can reply with, since after all it's pretty obvious it isn't a human. Produced by the "Super-duper Chat Representative Cloud Software Solution Package in a Suitcase" version 5.0

Now the techs having to come out for modem swaps/tier upgrades, that i can get behind hating waste of my time and theirs.

I don't take a thing an obvious bot says seriously. Even if I was on the phone with a CSR (And about 2 deals ago, I was very tempted to say hook me up with 105/20. Which, apparently at the time, wasn't completely prepared for release. I would not settle for 80/20 either, given the price and other things)

I would not pay 250 for a modem swap when they sent a tech out. (Who I might add, was a tech from hell and I had to beg and argue with him to get him to give me the ARRIS 722G I eventually got, back when I still rented so I'd get my 25/4 over the Docsis 2 modem I had.)

While it wasn't a waste of time, it took much longer then it should have and his behavior was appalling. I gave everyone who called an earful and made sure I wasn't charged for the "tech" coming out.
Chris 313

1 recommendation

Chris 313 to Johkal

Premium Member

to Johkal
said by Johkal:

When I asked my question, I was ready for them to give me at least a plausible response like: "The Tech needs to verify your signal levels are within spec to handle the 105/20 upgrade". I should have given that to "Chris Bot" to write down for the next customer.

Yes, exactly. Maybe you should do that the next time you check out the bot. See what you get. I'd be curious to know. Me, I'd still go with what you said previously, about being already set up and everything in spec. And other then the monthly, I'd not accept any charges.